Probing Questions for Offline Issues in C4C.
- Is the issue specific to Offline?
- Does the issue occur during sync?
- If Yes, is it from Online to Offline or from Offline to Online?
- Collect the sync logs.
- Does the issue occur while creating data in offline?
- If Yes, collect the exact steps to reproduce along with screenshot
- Also we need the exact data that is entered in all the fields in Offline (example: Account name, product id)
- Is the issue related to data not synchronized?
- Check the Offline Settings if the relevant query is maintained.
- If yes, check the sync log for errors.
- Provide the sync logs
- Is the issue related to missing functionality?
- Check the supported objects for Offline in the Help center for a particular BO.
- If not documented, provide the expected behavior and current behavior.
- For any issue, below details are required
- App version.
- Mobile device version and details (ex: IPAD Air 2, Samsung Galaxy Note etc).
- Device OS version.
- Is the issue specific to one user or multiple users?
- If one user, collect the user id.
- Get the permission to reset the password of the given user.
- Get the permission to create test data if required, to analyze the issue.
- Business Impact of the issue.
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